Collecting Data for IBM Case Manager 5.1 REST API

Resolving The Problem

Collecting Data for Case Manager REST API

For every problem, the data that you collect can aid in problem determination and save time resolving Problem Management Records (PMRs). Gathering this data before calling IBM support will help you understand the problem and save time analyzing the data.

Collecting must gather data early, before opening the PMR, helps IBM Support quickly determine if:

• Symptoms match known problems (rediscovery).
• There is a non-defect problem that can be identified and resolved.
• There is a defect that identifies a work around to reduce severity.

Locating the root cause of a problem can speed development of a code fix if a fix is needed.

Gathering General Information
For IBM Case Manager, gather the version of software, the operating system versions, and the settings for the pertinent servers and client machines.

Then, gather the information specific to Case Manager REST API problem or issue.

This additional information is needed:

• How often does this problem occur?
• Can the problem be reproduced?
• How many users are affected by this problem?
• What is the business impact of this problem?
• Is there a work around?

Gathering version information

Because the Case Manager REST service communicates with a variety of IBM FileNet P8 components, gather the version information for all components by using one of these two methods:

• If the WebSphere Application Server is available, use the Case Manager REST service "info" page by navigating to the following page in your web browser: http://<server name>:<port #>/CaseManager/CASEREST/v1/info.

Copy the information displayed on this page, similar to the following, into your MustGather document:

• If the "info" page is not available, use the Case Manager offline version tool to gather the information:
1. From a command prompt, change to the <Case_Management_root_dir>, for example /opt/IBM/CaseManagement.
2. Run the displayVersion.sh script:

Because the Case Manager REST service interacts with both Content Engine and Process Engine, gather the information from the Process Engine and Content Engine ping pages to ensure that all the components have the same client versions. To display the ping pages, navigate to the following pages in your browser:

• For Content Engine: http://<cd-server name>:<ce-port #>/FileNet/Engine
• For Process Engine: http://<pe-server name>:<pe-port #>/IOR/ping

In addition, gather the version.txt file from the installation disks. In some cases, the version.txt file might also be found in the root installation directory under <CaseManager_HOME> directory (for example, /opt/IBM/CaseManagement directory).


Gathering the Case Manager REST service log files

Gather the SystemOut.log file. The SystemOut.log file is located in the logs directory of the WebSphere Application Server profile unless a local administrator has changed the location. By default, the path to the logs directory is /opt/IBM/WebSphere/AppServer/profiles/<profile name>/logs/<server name>.

If IBM Support asked you to enable tracing to provide additional information, gather the trace.log file that is also located in the logs directory.

Case Manager REST service URI and response

To help determine the cause of the problem, IBM needs to know the exact URI you were invoking when the problem occurred. Include all arguments and any posted or returned JSON data that is related to the service call. Also gather the text of any data received in response to the call (returned JSON may include an extended error description and causes). If possible, include any output visible in Firefox Firebug or Internet Explorer Developer Tools plug-ins.

Gathering additional data

The Case Manager REST service is used for many different aspects of your Case Manager application, from deploying your application into production to delivering case information to your client application. Depending on what actions you were trying to complete, different data sets might be needed to support problem resolution.

If the problem occurred when you were deploying a solution, retrieve and provide:

• The Solution Definition file, the Process Engine Configuration file, and any Workflow Definition files that are part of the solution. These files are found in the design object store under /IBM Case Manager/Solutions/<solution name>.

• The deployment logs stored in the root folder of the deployed solution. These files are found in the target object store under /IBM Case Manager/Solution Deployments/<solution name>.

Gathering information for other components

If you can tell based on the nature of the problem or visible symptoms in the log files that the problem is related to Process Engine or Content Engine, gathering the respective log files can help speed resolution. However, these files are not specifically required to start the problem resolution process.

Refer to the MustGather documents for FileNet Process Engine and FileNet Content Engine for additional information.